Client Service Manager

Ascensus; Charleston (SC); On-site; USD 90,000 - 125,000; Full time

Job summary

Ascensus in Charleston, SC is seeking a Client Service Manager to lead account management and administration for a portfolio of defined contribution plans, delivering high-quality service, driving client satisfaction, and supporting plan sponsors and advisers with fiduciary and compliance guidance.

You will build strong relationships, coordinate with internal teams and TPAs, review compliance testing, 5500s, and plan activity, and empower clients to achieve better retirement outcomes through

Qualifications

• ERISA regulations knowledge required.
• Experience with SunGard Relius Administration preferred.
• Experience with compliance testing and contribution calculation preferred.
• Advanced Excel and Outlook skills required.
• Strong written and verbal communication.

Responsibilities

• Build strong relationships with clients and advisors through proactive communication.
• Maintain and enhance relationships with clients, financial advisors, and industry partners by providing engaging ongoing service; serve as the primary point of contact for all assigned clients, financial advisors, and partners, on the day-to-day account management with operational oversight of all account related activities.
• Deliver client satisfaction by providing retirement plan and operational expertise, proactively identifying, owning and resolving client issues and engaging clients with value added consulting.
• Address and resolve plan compliance, regulatory and operational issues in conjunction with the third-party administrator and financial advisor.
• Review plan activity (compliance testing, 5500, quarterly statements, RMDs) to ensure commitments are met.
• Coordinate with internal operations, financial advisors, and other client-related service providers.
• Adhere to team service and retention goals.
• Manage the overall client relationship experience with plan sponsors, advisors, and TPAs.

Skills

Excel

Outlook

Communication skills

Client relationship mgmt

Fiduciary knowledge

Education

Bachelor's degree

ASPPA QKA/QPA

CEBS

NIPA (APA)

Tools

SunGard Relius Administration

Job description

Job Summary

The Client Service Manager is responsible for delivering consistent, high quality account management and administration for a portfolio of defined contribution relationships, with the objective of driving longterm satisfaction, client retention, improving efficiencies, resolving client issues, and helping our clients manage their retirement plans for better outcomes.

Responsibilities

Essential Functions of the Job

• Build strong relationships with clients and advisors through proactive communication.
• Maintain and enhance relationships with clients, financial advisors, and industry partners by providing engaging on-going service; serve as the primary point of contact for all assigned clients, financial advisors, and partners, on the day-to-day account management with operational oversight of all account related activities.
• The Client Service Manager may work with the Relationship Managers to deliver client satisfaction by providing retirement plan and operational expertise, proactively identifying, owning and resolving client issues and engaging clients with value added consulting.
• Support clients in managing their fiduciary responsibilities by addressing and resolving plan compliance, regulatory and operational issues in conjunction with the third- party administrator (“TPA”) and financial advisor, if applicable.
• Ensure that our commitments to our clients are met by proactively reviewing the status of assigned plans’ periodic activity (compliance testing, 5500, quarterly statements, RMDs, etc.).
• Coordinate effectively and efficiently with internal operations partners, financial advisors, and other client related service providers.
• Adhere to team individual service and retention goals.
• Responsible for the overall client relationship experience, including building and maintaining a strong relationship with plan sponsors, advisors, and TPAs.

Created By: Rachel Allen August 31, 2023 Version: 1

• Analyze, troubleshoot, and problem solve plan administration and recordkeeping issues
• Provide training to Advisors, and Plan Sponsors, to communicate procedures relating to payroll submission, fund changes, loan and distribution processing, compliance testing, etc.
• Advise Plan Sponsors on mandatory and discretionary plan document amendments.
• Understand non-discrimination testing under sections 401(k), 401(m) and 401(a)(4) of Internal Revenue Code.
• Provide assistance and website training to Advisors, Plan Sponsors, and TPAs.
• Solves diverse and complex problems using solid analytical skills where limited precedents or guidelines exist.
• Able to understand process flow and their interdependencies

Skills/Abilities

• Knowledge of ERISA Regulations and the applicable Internal Revenue Code is required.
• SunGard Relius Administration experience preferred.
• Compliance testing and contribution calculation experience preferred.
• Advanced knowledge of Microsoft Excel and Outlook is required.
• Must have strong written and verbal communication skills.
• Capable to relate the customer needs to other team members and leadership.
• Must have the ability to process detailed work within assigned timeframes and without errors.
• Familiarity with various plan designs (traditional 401(k), safe harbor, automatic contribution arrangements, new comparability, etc.).
• Demonstrated experience handling relationships with participants, advisors, Plan Sponsors, or TPAs.

Qualifications

• Minimum 4 year Bachelors Degree or the equivalent combination of education and relevant experience
• Professional certification preferred. ASPPA (QKA, QPA), CEBS or NIPA (APA) (APR) preferred.

Physical Requirements

• Sitting: Constant
• Standing, Bending, Twisting: Occasional
• Computer Use: Constant
• Lifting up to 20 pounds: Occasional
• Lifting more than 20 pounds: Occasional

Disclaimer

Be aware of employment fraud. All email communications from Ascensus or its hiring managers originate from @ascensus.com or @futureplan.com email addresses. We will never ask you for payment or require you to purchase any equipment. If you are suspicious or unsure about validity of a job posting, we strongly encourage you to apply directly through our website.